Almabase jobs - Customer Support Representative

Customer Support Representative

The Opportunity

Almabase is looking to hire a Customer Support Representative who will work directly with the customer to help them use and understand the product, and resolve their queries or concerns.

In this role, you are expected to be extremely empathetic, accurately understand customers' problems, and build deep product knowledge to effectively resolve them.

Internally, this role would require interaction with the Product, Engineering, and Customer Success teams.

Customer Support plays a critical role in a growing startup as the team acts as the voice of the customer internally and the face of the company to our customers. We're looking for individuals who are self-driven, precise communicators, and well prepared to thrive in a fast-growing company.

Almabase is the world's most loved alumni management software because we pride ourselves on providing an excellent and second to none customer experience. We encourage you to take a look at what our partner schools have to say about the customer experience we provide (our reviews).

Responsibilities

1. Accurately identifying the problem and providing solutions

• Taking complete ownership of the customer’s issue. You're accountable for researching, reproducing, troubleshooting, and resolving concerns/issues raised by our customers via in-app chat or email.
• Have a deep understanding of the product to provide optimal resolutions to the customer.
• You're expected to understand the customers' actual needs and provide resolutions using specific product features.
• You're expected to be both proactive (anticipating what can be asked and providing suggestions) and reactive (answering what the customer has asked for) in your approach when responding to the customer.
• You're expected to analyze the technical issues reported by the customer, collaborate with the engineers to provide a resolution.
• Gathering information from the customer about features requested, and communicating the information with the Product team.

2. Enhancing Customer Experience

• Resolving complex issues/queries for customers and implementing resolutions within set KPIs and SLAs
• Collaborating with the product team to suggest finer workflows or changes within the product that enhances customer experience with using the product
• Going above and beyond than providing just resolutions - creating short videos, suggesting best practices, workarounds, next steps, etc.,
• Checking in and following up with the customer regularly until the issue is resolved.
• Assisting Customer Success Manager with any customer requirements, queries or issues in order to improve the customer experience.

3. Other Responsibilities

• Updating help articles based on any changes or improvements made to the product.
• Writing new help articles for the new features added to the product.
• Participating in the onboarding process for new team members by helping them understand our product and how the Customer Support team provides value to the customer.

• You are a FRESHER - 0-1 year of experience.
• You are self-driven, self-motivated, and well prepared to thrive and scale your career in a fast-growing startup.
• You pay attention to the detail and stay focused; nothing falls through the cracks on your watch.
• Your responses to the customers should adhere to basic writing standards, grammatically correct, concise, and well-articulated.
• Problem-solving is second nature to you. You love taking on difficult challenges and finding creative solutions.
• You volunteer for new challenges and take ownership of it to make a difference.
• You are fast in learning and understanding SaaS(technical) products like Almabase.
• You are comfortable learning and using tools such as Google Suite, Asana, Slack, Loom, Notion, etc.

Work Timings

You will primarily be supporting US educational institutions so you are expected to work from 4 PM to 2 AM IST(approx.).

Work Location

We expect all the team members to work from the office in Bangalore from the beginning of 2022. We will follow a hybrid work policy where you will be required to work from the office at least 2 to 3 days per week.

Compensation

5 to 6 LPA. We prefer that every employee also holds equity in the company. In this role, you will be awarded equity after 12 months, based on the impact you have created.

What does your 1st year look like at Almabase?

By the 1st Month

• You have some context of the industry we are operating in and how does our product help the customers.
• You have a complete understanding of how the Solutions Delivery and Customer Support teams contribute to Almabase.
• You have a fair understanding of different functions/teams at Almabase and meet (in person or online) with team members of every function.
• You are responding to basic customer queries with assistance.
• You will be playing around with the product to build product knowledge and getting the hang of using internal tools such as Slack, Intercom, and Asana.

By the 3rd Month

• You have a good idea of how every team functions and the timelines to follow when reaching out to those functions.
• You have a good understanding of commonly used product features.
• You can resolve customer queries on the commonly used feature with little to no assistance.
• You are capable of taking up and completing tasks assigned to you by the CSMs.

By the 6th Month

• You should be capable of independently taking up customer requests and internal team requests.
• You should be able to contribute to updating the existing help documents to enhance the customer experience.
• You should be taking up/suggesting minor initiatives that help the COPS team.
• You should be able to own some key results set for the team and develop initiatives to achieve them.
• You should be able to partake in conversations that help with product improvement.

The 1-year mark

• You should be able to prioritize the tasks assigned to you from multiple channels (Intercom, Asana, Slack) and meet the quality expectations.
• You should have a great understanding of the product and resolve customer issues/concerns without any assistance.
• You should help the CSMs resolve queries related to products without any guidance and assist new team members with product knowledge.
• You should be able to write help documents for new feature releases and internal documentation processes.
• You should reasonably be able to help the team in the recruitment and hiring process (for customer support).

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your personal boundaries, then this is the right place for you. This article does a fantastic job of articulating the growth mindset we're trying to develop - /2014/01/29/carol-dweck-mindset/
• Great Salary & Equity: For our top performers and leaders, we grant stock options. As Almabase continues to grow, you’ll have a real opportunity to create wealth for yourself and your family. We'll ensure you are financially well-off in the end.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when personal goals are nurtured with equal importance. We will support you on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with Almabase gives you that opportunity to experience it all firsthand.
• Food & Snacks: You’ll never have to worry about your hunger pangs. We provide tasty home-cooked food & snacks at all times of the day. Obviously, this is applicable when you are in office only :)
• Health insurance: We offer health insurance coverage for you & your dependents.
• Unlimited leaves: There is no ceiling to the leaves or work-from-home days. Our only policy is that you use your good judgment.
• The comfort of home: On a tiring day, if you want to take a break on a bed or if you want to jog & take a shower at work or play your hearts out on PS4.

If all of this sounds exciting to you, join us for an exciting and fulfilling ride at Almabase!